Navigating Amazon's A-to-z Claims and SAFE-T Claims: A Comprehensive Guide for Sellers

As an Amazon seller, dealing with customer claims can be a complex and daunting task. Understanding the intricacies of A-to-z claims and SAFE-T claims is crucial to protecting your business and maintaining a healthy seller account. In this comprehensive guide, we'll break down these important Amazon policies and show how Veeqo can help you effectively manage these claims.

A-to-z Claims: Protecting Customers and Impacting Sellers

The A-to-z claims is Amazon's customers protection program, designed to provide customers with a safety net when they've had an unsatisfactory order experience. If a customer is dissatisfied with any aspect of the order, such as non-delivery, receiving the wrong item, or receiving a damaged/incomplete order, they can escalate the issue by filing an A-to-z claim with Amazon. When a claim is submitted, Amazon's team investigates the details and determines whether to grant or deny the request. If the claim is approved, the customer receives a refund, and the fault is assigned to either Amazon or the seller. If the fault is attributed to the seller, it results in a defect on your order defect rate (ODR) - a key performance metric that tracks the percentage of orders with valid customer service claims. Maintaining a low ODR is crucial, as a rate above 1% may lead to restrictions on your selling privileges, including the suspension of your seller-fulfilled offers. This makes effectively managing A-to-z claims a top priority for all Amazon sellers.

Veeqo's A-to-z Claim Protection: Shielding Your Business

At Veeqo, we understand the importance of safeguarding your business from unnecessary A-to-z claims and their impact on your ODR. By purchasing a 'Claims Protected' label when shipping through Veeqo, you can benefit from the following protections:

• On-time shipment and delivery: If you ship the order on time, and the delivery confirmation shows it was delivered within the estimated delivery date or to the wrong address, Amazon will consider the fault to be their own, and your ODR will not be affected.

• Lost or undeliverable returns: If the order was shipped on time but the item was lost due to undeliverable or refused reasons, Veeqo's 'Claims Protected' label will shield you from the associated A-to-z claim.

• Delayed or in-transit orders: If the item is still in transit without an estimated delivery date or is in transit and late, the 'Claims Protected' label will prevent the claim from impacting your ODR.

• Signature discrepancies: If an order was shipped on time but delivered to a non-public or commercial address, forwarding facility, jail, or the signature does not match the name on the orders, the protection will apply.

By leveraging Veeqo's 'Claims Protected' labels, our data shows that sellers can receive six times more Amazon-paid refunds for A-to-z claims.¹ This significant advantage helps minimize the impact of these claims on your seller account.

Understanding and Navigating SAFE-T Claims

SAFE-T, which stands for Seller Assurance for e-Commerce Transactions, is another important Amazon policy that sellers need to be aware of. SAFE-T claims come into play when Amazon (via Customer Service, Seller Fulfilled Prime, or automated refund reimbursement) issues a refund to a customer and charges the seller for the reimbursement amount. If you believe you should not be responsible for the reimbursement, you can submit a SAFE-T claim through Seller Central. An Amazon investigator will review the claim and either grant or deny the claim. If the claim is approved, Amazon may reimburse you for a portion or the entire claim value.

Veeqo's SAFE-T Claim Protection: Maximizing Your Reimbursements

Similar to the A-to-z Claim, Veeqo's 'Claims Protected' labels can also provide valuable protection for SAFE-T claims. If you ship using a Veeqo label and the order meets the following criteria, you can submit a SAFE-T claim and receive reimbursement:

• The order was shipped using a 'Claims Protected' label, and the tracking confirmed delivery to the customer's address by the estimated delivery date.

• Amazon's customer service issued a refund to the customer before the estimated delivery date, but the order was delivered to the customer's address by the estimated delivery date using a Veeqo label.

• Amazon's customer service issued a refund to the customer after the estimated delivery date, but the late delivery was the carrier's fault, and the order was delivered to the customer's address using a Veeqo label.

By using Veeqo to ship your orders, our data shows that sellers can receive 1.5 times more SAFE-T claim reimbursements.²

Tips and Best Practices for Sellers

To help you proactively prevent and effectively resolve A-to-z and SAFE-T claims, here are some key tips and best practices:

• Ensure Accurate Product Listings and Descriptions

Providing clear, accurate, and detailed product listings is crucial to setting accurate customer expectations and avoiding issues that could lead to claims. Review your listings regularly and make updates as needed to minimize misunderstandings.

• Maintain Exceptional Order Fulfillment and Shipping

Reliable, on-time order fulfillment and shipping is paramount. Utilize tools like Veeqo's 'Claims Protected' labels to maximize your protection against claims related to delivery delays, lost packages, and other shipping-related problems.

• Use Carrier Scan Forms for Bulk Shipments

When shipping multiple orders at once, create a scan form - an A4 document with a master barcode that the carrier can scan to accept all packages into transit in one go, without the need to scan packages individually. This helps ensure each package is properly tracked, even if the carrier doesn't scan each item separately.

• Respond Promptly to Customer Inquiries

Amazon places a high value on seller responsiveness. Make sure to reply to all customer messages within the recommended 48-hour window. Proactive communication can help resolve issues before they escalate into claims.

• Develop a Streamlined Claims Resolution Process

Establish a clear, efficient process for handling A-to-z and SAFE-T claims when they do arise. Train your team on the steps to investigate claims, gather supporting documentation, and submit timely responses to Amazon.

• Monitor Your Seller Metrics Closely

Keep a close eye on your Order Defect Rate (ODR) and other key performance indicators. Proactively address any spikes or trends that could indicate an increase in claims and potential selling restrictions.

• Leverage Veeqo's Claim Protection Features

Take full advantage of Veeqo's 'Claims Protected' labels and data-backed claim protection capabilities. Our solutions can significantly reduce the impact of A-to-z and SAFE-T claims on your seller account.

• Stay Up-to-Date on Amazon Policies

Regularly review Amazon's latest seller policies, guidelines, and claim resolution procedures. This will help you adapt your practices and stay compliant as Amazon's requirements evolve.

By implementing these tips and best practices, you can minimize the occurrence of A-to-z and SAFE-T claims, resolve them more effectively when they do arise, and maintain a healthy, high-performing Amazon seller account.

Navigating the complexities of A-to-z and SAFE-T claims can be a challenging task, but with Veeqo, you can rest assured that your business is protected. By following the guidelines and purchasing labels through Veeqo, you can minimize the impact of these claims on your seller account and ensure a smoother selling experience on Amazon.

¹ As compared to claims received for orders shipped on-time outside Veeqo. To be eligible for A-to-z claim protection, you must: 1) Purchase the shipping label on Veeqo, 2) Ship on time, which will be considered at the moment of the carrier's 1st scan, not when you confirm shipment, and 3) Respond to any customer inquiry in Buyer-Seller Messages within 48 hours.

² As compared to claims submitted for orders shipped on-time outside Veeqo. To be eligible for SAFE-T claim reimbursement, you must: 1) Purchase the shipping label on Veeqo, 2) Ship on time, which will be considered at the moment of the carrier's 1st scan, not when you confirm shipment.